As part of our continual improvement strategy, we are pleased to announce the latest update release to the MaxContact solution. The update includes some additions to the product alongside some bug fixes and improvements to the user experience. We will inform you of your intended upgrade date in due course to ensure it suits your requirements.

 System Control IVR Element. 

We have added a new IVR element which gives you the functionality to remotely control your campaign management via a phone call rather than having to log into the system. By calling a number, you can stop, start & pause campaigns as well as have the ability to enable the emergency routing option added in the previous release.

 Blackout IVR Element. 

We have also added a new element to assist you with controlling your IVRs when your business is closed. The 'Blackout' element allows you to set certain dates on your IVR, so it will automatically play an out of hours message when a customer calls in on the day(s) your business is closed. Particularly useful for the festive period and bank holidays.

 Report Updates.

Following discussions with some of our customers, several updates to various reports on the system have been added to help relay data in a clearer, more meaningful way, including a change to the layout of the report viewer. Some calculations have been tweaked for greater accuracy and several reports have had new statistics added. Reports that have been upgraded include; Agent reports, Break Report, Daily Summary, Occupancy and Inbound reports.

 Dashboard Customisation.

We have added the function of customising Widget colours on Dashboards (within the system) & Wallboards (via a URL), giving you extra options to brand/customise your dashboards/wallboards which can be published internally for admin users and presented on displays around your business. 

 Dashboard Skill Widget Update.

Coming from customer requests, the skills widgets have had more statistics added to them focusing on Service Level Agreements, allowing you to monitor your inbound skills groups in real-time and with more detail. Statistics added include; Abandoned Over SLA, Abandoned Within SLA, Answered Over SLA, Answered Within SLA and many more.

 Recordings Playback Wrap Time. 

In addition to the ability to listen to all call recordings, wrap time has been added to the Recordings Playback page, enabling you to monitor agent behaviour in more detail without having to generate reports. This is particularly useful to QA teams when combined with the configuration of exceptions on result codes.

For a full list of changes, click here.